Work on tasks
In general, agent portals include the ability to view open tasks and then edit the task with more details or a change in status.
The process to work on a task can include the following steps:
- The portal displays a list of open tasks that the agent has the authority to own. If the agent is part of a group, they see tasks assigned to groups they are associated with as well.
- The agent selects a task to view.
- The portal displays the task details.
- Optionally, the agent takes ownership of the task. It is not required for an agent to take ownership of a task before making changes to a task.
- The agent determines how to address the task. This may include suspending the task, complete the task, or editing the task.